BoldDesk Jira Integration: Configuration & Workflows
The Jira integration in BoldDesk enables support teams and product engineers to collaborate seamlessly. You can link tickets to existing Jira issues, sync status, priority, and comments, and view Jira issue details directly on the BoldDesk ticket page. This guide covers installation, configuration, mapping, and usage—all focused on BoldDesk UI and workflows.
Prerequisites
- BoldDesk admin access to install marketplace apps and manage integration settings.
- Jira account with admin access to create/edit issues and manage webhooks.
- Access to BoldDesk Admin → Marketplace.
Check out this video tutorial
Install the Jira App
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Open Admin menu → Marketplace.
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Search for JIRA Software and select it.
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Click Install.
Connect Jira Account
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Enter Jira Base URL, Username, and API Key in the appropriate fields.
Jira account must have admin rights to create or edit issues and manage webhooks.
- Click Verify & continue to verify the Jira account.
- Proceed to configuration after successful verification.
Configure Sync Actions
Control how data syncs between BoldDesk tickets and Jira issues:
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Status Sync: Update Jira issue status when BoldDesk ticket status changes and vice versa.
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Priority Sync: Update Jira issue priority when BoldDesk ticket priority changes and vice versa.
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Comments Sync: Add comments to Jira issues when private notes or status/priority changes occur in BoldDesk, and sync Jira comments back to BoldDesk.
Jira Mapping
Define what Jira content BoldDesk users can view and sync:
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Projects: Select Jira projects available for linking and synchronization.
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Fields: Choose up to 10 Jira fields to display on BoldDesk tickets.
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Status Mapping: Map Jira statuses to BoldDesk ticket statuses.
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Priority Mapping: Map Jira priorities to BoldDesk ticket priorities.
Permissions & Visibility
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Use App permissions to control who can view and use the Jira integration. Assign access by role for read, modify, and use permissions.
- Maximum of 10 Jira fields can be displayed on a ticket.
- Only selected Jira projects participate in linking and syncing.
- Sync occurs only for configured actions and directions.
- Jira integration in BoldDesk only supports Atlassian Cloud and is not compatible with Jira server (On-Premise) setups.
Troubleshooting
- Verify Jira account credentials and admin privileges.
- Check status, priority, and comment sync settings.
- Confirm project and field mappings.
- Ensure app permissions allow intended users to access the integration.
FAQs
Q: Can I create Jira issues from BoldDesk tickets?
Yes. Agents can link existing issues or create new Jira issues directly from BoldDesk if creation actions are enabled.
Q: Which ticket updates trigger Jira comments from BoldDesk?
Private notes and status/priority changes can trigger comments on linked Jira issues if configured.
Q: Why don’t I see all Jira fields on a ticket?
Only mapped fields are displayed, with a maximum of 10 fields.
Q: Can I limit integration usage to specific teams?
Yes. Use app permissions to control access based on roles.
Q: How do I ensure statuses align correctly between systems?
Map Jira statuses to BoldDesk ticket statuses in the integration settings.
Q: Does the integration sync both ways by default?
No. Sync is action-based. Enable directions for status, priority, and comments as needed.
